Ticket status updation

[former_member583736]

Dear pros,

We faced a requirement in one of the implementations to update the status of the ticket based on the status of the linked task. The requirement goes as below:

1) User creates a ticket and status will be Open.

2) User assigns the ticket to an Agent. Status of the ticket is Assigned. When the status is Assigned, an automatic task is created through workflow with category "A" and assigned in Ticket tasks.

3) User opens this task and sets the status to completed.

4) When the status of the task is completed, ticket status should automatically be updated to "Resolved".

We could not figure out a solution through front-end configuration and PDI as well.

Kindly suggest if this can be achieved.

Regards

Vishwas P

+91-9741900858

[AnkushPashine]

Hello Vishwas,

Basically, you are expecting the Field Update i.e. Change in status of one Business Object-Field (i.e. Ticket - Status) base on status of another Business Object-Field (i.e. Activity Task - Status).

This is currently not possible in standard, as you can see it can not be achieve via workflow of BO 'Activity Task'. Only possiblility is, if you can achieve via PDI..please check ?

Hope this answer your question .

Best Regards,
Ankush Pahsine.